YOU’VE PRODUCED BILLIONS
OF INCREMENTAL REVENUE
DOLLARS FOR YOUR CLIENTS.
WHAT IS THE SECRET TO A
SUCCESSFUL INCREMENTAL
REVENUE PROGRAM?
It is common for clients to ask us this
very question, particularly when we
support multiple locations and some
outperform others. First and foremost,
our success is directly impacted by the
engagement of the people involved.
Over the past two decades, we
experienced firsthand the influence
an engaged team (led by engaged
leadership) has on performance, job
satisfaction, and ultimately the success
of our program.
Engagement is a popular word in
today’s management literature, but
for FPG, it is more than a concept—
engagement is our life’s blood. Our
upfront focus on engagement is the
first step toward producing bottom-
line results for our client. Think of an
average performer—someone who
does only what is necessary to stay
in good standing, but does not go
above and beyond. Now compare
that person to a top performer—
someone who lights up the room
and can be counted on to drive
results. The difference is what we
call “discretionary effort.” The real
secret to achieving program success
is unlocking discretionary effort in as
many team members as possible.
Beyond an engaged team, the
success of a revenue program is also
largely driven by the impact it has
on guest service. We don’t just focus
on generating revenue, we focus
on enhancing the guest experience.
We don’t use the word upsell, we
say upgrade. A family of four might
have a better experience upgrading
to a parlor room with an additional
TV. That business traveler with an
early meeting might be interested in
learning about your add-on breakfast
16 ILHA
package. Even if they decline,
guests will appreciate the effort
to accommodate their needs, thus
increasing overall guest satisfaction.
We have a guest-focused, not a sales-
focused approach—that is why we are
successful.
FPG RECENTLY LAUNCHED
A REVENUE OPTIMIZATION
APPLICATION, IN-GAUGE.
WHAT INSPIRED YOU TO
INCORPORATE TECHNOLOGY
INTO YOUR BUSINESS MODEL?
We did not originally embark on
a quest to build software. Our
original intent was to gather insights
into employee performance, and
then present this data to clients
in a meaningful, actionable way.
However, once we gained this level
of intelligence, it prompted more
questions, and as it turned out, those
same questions were also important
to our customers. For instance, once
we saw the outcome of performance,
the question became “What actions
impact performance, what triggers
those actions, and how do we correlate
those actions back to the outcomes?”
This cycle of actions, outcome, and
measurement became the foundation
of our system architecture. We
used every version of the system
internally, leveraging it as a tool kit in
the delivery of our services. We soon
discovered that this software does
more than just monitor and measure
performance—it helps improve
performance, as well as engagement,
ownership and overall service. After
witnessing the incredible impact this
software had on our own team, FPG
knew we had to make it available for
other businesses.
IN-Gauge takes our impact on
performance, engagement, and
revenue optimization to the next level.
Front desk agents are able to track
and measure their own performance,
while setting goals and monitoring
their progress. This has a significant
impact on engagement and overall
performance. Furthermore, managers
receive detailed insights to individual
and team performances, allowing them
to identify top performers and develop
lower performers through customized
coaching, training, and e-learning.
IS IN-GAUGE JUST FOR THE
FRONTLINE, OR CAN IT ALSO
BE USED IN OTHER AREAS OF
HOTEL?
The value of IN-Gauge goes far
beyond the frontline—it is ideal for
executives, stakeholders and business
owners. IN-Gauge helps them
identify gaps in business performance,
recognize operational opportunities,
and pinpoint actionable items that
drive profit.
For example, hotel operators can
compare and benchmark property
performance side-by-side, analyze
profit contribution of products and
services, understand the KPIs that
drive revenue, and set top-down goals
based on proven results—all instantly,
on a day-to-day metrics. IN-Gauge
is especially valuable to hotel owners
with multiple properties, as they are
able to stratify by country, region or
property for a comprehensive view of
financial progression.
FPG MADE FORTUNE
MAGAZINE’S BEST 100
WORKPLACES. HOW DID
YOU CREATE A FORTUNE 100
CULTURE?
Building a Fortune 100 culture is
about the commitment to always do
right by your tribe, and in return,
asking them to do the same for the
company and each other. We provide
our customers leadership training
and one of the key concepts is: Your
customers will be treated the way your
team members are treated.” Many